Support Done Right, or Keeping Clients Happy

Not every agency likes support. Not every developer likes supporting their own sites. But successful business owners know that the steady, predictable business that comes from building an ongoing relationship with your clients is solid gold. If you want to grow your business in a sustainable fashion, then you need a stable income stream. Project work often won't deliver that, but an ongoing relationship with your clients can.

This talk will look at the Annertech approach to supporting our clients needs, wants and desires for far longer than the length of a site build. We'll look at things like communication, task management, estimations, project lifecycles, customer needs, staffing needs and even the very nature of what 'support' actually means. We'll explain how support is so much more than answering calls. 

Done right, it can be an innovative income stream, delivering continuous value to your clients, at a fraction of the cost of new business.

About the speaker

I'm the lead support engineer at Annertech since 2014, and joined the company in 2011. I've been attending Drupalcons since 2009, doing Drupal since 2008, building websites since 1998 and mucking around in Basic on a Dragon32 since 1987. I've spoken at Drupalcamps in Ireland and before Drupal I toured around Ireland delivering technology training and around Europe playing heavy metal.